Wirtz, Jochen

Opinion Paper: “So what if ChatGPT wrote it?” Multidisciplinary perspectives on opportunities, challenges and implications of generative conversational AI for research, practice and policy

Dwivedi, Y. K., Kshetri, N., Hughes, L., Slade, E. L., Jeyaraj, A., Kar, A. K., Baabdullah, A. M., Koohang, A., Raghavan, V., Ahuja, M., et al. (2023) · International Journal of Information Management

Ethics and Social Impacts of AIArtificial Intelligence Applications

Cited by 4,584

Brave new world: service robots in the frontline

Wirtz, J., Patterson, P. G., Kunz, W. H., Gruber, T., Lu, V. N., Paluch, S., & Martins, A. (2018) · Journal of Service Management

AI in Service InteractionsRobotics and Automated Systems

Cited by 2,315

Consumer responses to compensation, speed of recovery and apology after a service failure

Wirtz, J., & Mattila, A. S. (2004) · International Journal of Service Industry Management

Customer Service Quality and LoyaltyService and Product Innovation

Cited by 725

AI in marketing, consumer research and psychology: A systematic literature review and research agenda

Mariani, M. M., Perez‐Vega, R., & Wirtz, J. (2022) · Psychology & Marketing

AI in Service InteractionsArtificial Intelligence Applications

Cited by 631

Corporate digital responsibility

Lobschat, L., Mueller, B., Eggers, F., Brandimarte, L., Diefenbach, S., Kroschke, M., & Wirtz, J. (2021) · Journal of Business Research

Ethics and Social Impacts of AIEthics in Business and Education

Cited by 573

Platforms in the peer-to-peer sharing economy

Wirtz, J., So, K. K. F., Mody, M. A., Liu, S. Q., & Chun, H. H. (2019) · Journal of Service Management

Sharing Economy and PlatformsDigital Platforms and Economics

Cited by 414

The effects of incentives, deal proneness, satisfaction and tie strength on word‐of‐mouth behaviour

Wirtz, J., & Chew, P. (2002) · International Journal of Service Industry Management

Customer Service Quality and LoyaltyDigital Marketing and Social Media

Cited by 393

The moderating role of target-arousal on the impact of affect on satisfaction—an examination in the context of service experiences

Wirtz, J., Mattila, A. S., & Tan, R. L. P. (2000) · Journal of Retailing

Customer Service Quality and LoyaltyConsumer Retail Behavior Studies

Cited by 319

Corporate digital responsibility in service firms and their ecosystems

Wirtz, J., Kunz, W. H., Hartley, N., & Tarbit, J. (2023) · Journal of Service Research

Ethics and Social Impacts of AICorporate Social Responsibility and Sustainability

Cited by 291

Regulatory Focus Theory, Trust, and Privacy Concern

Wirtz, J., & Lwin, M. O. (2009) · Journal of Service Research

Customer Service Quality and LoyaltyPrivacy, Security, and Data Protection

Cited by 202

The Role of Metaperception on the Effectiveness of Referral Reward Programs

Wirtz, J., Orsingher, C., Chew, P., & Tambyah, S. K. (2013) · Journal of Service Research

Digital Marketing and Social MediaCustomer Service Quality and Loyalty

Cited by 119

The privacy dyad: Antecedents of promotion- and prevention-focused online privacy behaviors and the mediating role of trust and privacy concern

Lwin, M. O., Wirtz, J., & Stanaland, A. J. S. (2016) · Internet Research

Privacy, Security, and Data ProtectionCustomer Service Quality and Loyalty

Cited by 83

Psychological drivers of referral reward program effectiveness

Orsingher, C., & Wirtz, J. (2018) · Journal of Services Marketing

Digital Marketing and Social MediaCustomer Service Quality and Loyalty

Cited by 48

Relational Governance Mechanisms and Uncertainties in Nonownership Services

Ndubisi, N. O., Ehret, M., & Wirtz, J. (2016) · Psychology & Marketing

Outsourcing and Supply Chain ManagementSharing Economy and Platforms

Cited by 43

Service recovery by AI or human agents: Do failure and strategy context matter?

Fürst, A., Trißler, L., Friedrich, R., & Wirtz, J. (2025) · Journal of Service Management

AI in Service InteractionsCustomer Service Quality and Loyalty

Cited by 42

Humanoid robotics and agentic AI: reframing management theories and future research directions

Korzynski, P., Edwards, A., Gupta, M. C., Mazurek, G., & Wirtz, J. (2025) · European Management Journal

AI in Service InteractionsImpact of AI and Big Data on Business and Society

Cited by 33